Signalball Solutions

Patient desk operator console

Signalball Solutions
Patient desk · Dr. Sulaiman Al Habib Hospital
Classic client —Operator

Who to ring

Patients with an appointment coming up. Pick one, then place the call — the agent dials knowing who and why.

Pick a patient to call

The stage opens with their appointment, the live transcript and everything the agent records.

Patient file

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Next appointment

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Case file

Elapsed 00:00

Idle — the line is not open.

Transcript

PatientAgent

The transcript fills in as the call runs.

Desk activity

Every lookup, confirmation and request the agent makes lands here.

Who could be calling

Pick a workflow, then who you are playing — or answer cold. Nothing here reaches the agent; it has to identify the caller itself.

The line patients ring

The inbound line

Appointments, changes, insurance and packages. The agent answers knowing nothing about the caller and asks for what each workflow needs.

Open a workflow on the left, then pick a caller to see the scenario and the details the agent will ask for.

Or answer cold — a new patient with no file is a real call too.

You are playing

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File number

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Details you can give when asked

Elapsed 00:00

Idle — the line is not open.

Transcript

CallerAgent

Answer the line to start. The agent greets, then listens.

Desk activity

Patient lookups, appointment requests and insurance checks land here.

Front desk queue

What the agent recorded

Appointment requests and reschedules wait here for the appointments team to confirm by phone. Confirmations, cancellations and insurance checks are logged for the record.

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ReferenceWhenTypePatientDetailsStatus

What the agent knows

Every page of drsulaimanalhabib.ae — departments, doctors, branches, insurance, packages and medical tourism — in English, Arabic and Russian.

Desk standards

How this desk handles patients

The workflows the agent runs, step by step — the same text it is briefed with.

Rules for every call

  1. Emergencies first. Chest pain, breathing difficulty, stroke signs, heavy bleeding — call 998 or go to the nearest emergency department now. The workflow stops.
  2. No medical advice. The agent informs and routes; it never diagnoses or recommends treatment.
  3. Verify before disclosing. Nothing from a patient file is read out until the date of birth matches.
  4. Requests are not bookings. New appointments and reschedules are confirmed by the appointments team by phone.
  5. Insurance is indicative. The accepted list is the published one; eligibility and approvals are confirmed at registration.
  6. References come from the system. Read back exactly as issued.